EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

We're looking for a Senior Service Delivery Manager to join our remote team.

Your role will involve working closely with key client-side stakeholders to ensure services are delivered efficiently and effectively. You'll be responsible for identifying areas for improvement and implementing processes such as incident management and change management. Your understanding of both functional and technical requirements, coupled with your experience in support management, will be vital for success in this role.

Responsibilities

• Leading a Scrum team and managing the organization
• Bridging communication gaps between L2 and L3 support
• Identifying areas for platform improvement and implementing processes like incident management and change management
• Facilitating the creation of plans and roadmaps
• Monitoring progress and regularly reporting status
• Executing the issues escalation process
• Collaborating with delivery teams for seamless project completion
• Setting up SRE communication loops for improvements (RCAs, Post Mortems, Retrospectives)
• Ensuring the project meets success criteria

Requirements

• A minimum of 4 years of experience in project management and service delivery
• Familiarity with ITIL processes, including change management, incident management, and problem management
• Effective communication skills with key client-side stakeholders
• Previous experience in support management, focusing on incident and problem management
• Understanding of both functional and technical requirements
• Demonstrated leadership skills, with a capability to lead by example
• Experience working in a multicultural environment
• Advanced proficiency in English, with excellent verbal and written communication skills

Nice to have

• A technical background in application development
• Experience in software architecture

We offer

• Learning Culture - We want you to be the best version of yourself, that is why we offer unlimited access to learning platforms, a wide range of internal courses, and all the knowledge you need to grow professionally
• Health Coverage - Health and wellness are important, that is why we have you and up to four family members in a premiere health plan. We have a couple of options, so you can choose what is best for you and your family
• Visual Benefit - Seeing your work for us would be a sight for sore eyes. We want your vision to always be at 100% which is why we offer up to $200.000 COP for any visual health expenses
• Life Insurance Plan - We have partnered with MetLife to offer a full-coverage Ife insurance plan. So, your family is covered, even if you are gone
• Medical Leave Coverage - We are one of the few companies that cover 100% of your medical leave, for up to 90 days. Your health is the most important thing to us
• Professional Growth Opportunities - We have designed a highly competitive and complete development process, where you will have all the tools to get where you have always wanted to be, personally and professionally
• Stock Option Purchase Plan - As an EPAMer you can be more than just an employee, you will also have the opportunity to purchase stock at a reduced price and become a part owner of our organization
• Additional Income - Besides your regular salary, you will also have the chance to earn extra income by referring talent, being a technical interviewer, and many more ways
• Community Benefit - You will be part of a worldwide community of over 50,000 employees, where you can learn, challenge yourself, stand out, and share your knowledge and experience with multicultural teams!